PLAYipp Hardware End-of-Life Policy

We want every screen running PLAYipp to deliver a great experience — reliable, secure, and up to date. As hardware ages, maintaining that standard becomes increasingly difficult. This policy explains how PLAYipp manages the lifecycle of supported hardware, so that customers and partners always know where they stand and can plan ahead with confidence.

How the hardware lifecycle works

Every hardware model we support goes through four defined stages. Each stage reflects the level of development, updates, and support that PLAYipp provides for that hardware. The clock starts from the date PLAYipp began supporting the hardware — not the original manufacture date.

The strategic time horizon for fully implementing phase-outs and End-of-Life is 12 to 18 months from initiation. Customers and partners will always be notified well in advance before any hardware enters a new stage.

The four stages in detail

1. Active Support (Years 0–3)

This is when your hardware is fully supported and prioritised. During Active Support, you can expect:

• Regular bug fixes and performance improvements

• Compatibility with new PLAYipp features as they are released

• Proactive security patches to protect your data and screens

• Full access to technical support for any questions or issues

2. Limited Support (Years 4–5)

As hardware gets older, our development focus shifts to newer models. During Limited Support:

• The hardware may not receive new features, or new features may not work fully
• Development concentrates on critical bug fixes only
• Security patches continue to be issued proactively
• Support response times may be longer than in Active Support
• Existing documentation and resources remain available

3. End-of-Support (EOS) — Year 6

End-of-Support marks the point where regular maintenance stops and migration planning begins. At this stage:

• Only critical security vulnerabilities will be addressed
• No other updates will be issued — new platform features may introduce instability on EOS hardware
• All existing documentation remains accessible
• Technical support cases will no longer be accepted
• Customers and partners will receive formal notification and detailed guidance on available alternatives

4. End-of-Life (EOL)

End-of-Life is the final stage. Once a device reaches EOL:

• All PLAYipp services will stop functioning on the device
• Content on the screen will be removed and replaced with an end-of-life message
• No updates, patches, or support of any kind will be available
• The PLAYipp team will continue to provide information on replacement hardware options

How we notify you

PLAYipp is committed to giving customers and partners plenty of lead time. When hardware is approaching a new lifecycle stage, we will:

• Send formal written notification to affected customers and partners
• Publish an article in the PLAYipp Help Center with the full list of affected models
• Provide clear guidance on replacement hardware and migration support
• Make our team available to answer questions and assist with planning

The phase-out timeline — from first notification to End-of-Life — spans 12 to 18 months, giving organisations ample time to plan and act.

What this means for you

If you are a partner: We recommend regularly reviewing the hardware models your customers are running and cross-referencing with our phase-out notices. Our team is happy to support you with upgrade conversations and migration planning. PLAYport Hardware-as-a-Service is available as a flexible option for screen renewals.

If you are a customer: If you’re unsure which lifecycle stage your screens are in, reach out to your PLAYipp partner or contact our support team. We’re here to help you find the right path forward.

Questions?

If you have any questions about this policy or want to know how it applies to your specific hardware, please don’t hesitate to contact our support team.